Loyalty Leader Quick Tips

Cut Corners on Service and You Will Lose Customers

March 8, 2017

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Karen had just moved to a new neighborhood. There were three grocery stores nearby. She chose the one that looked inviting and was closest to her home. On her first trip there, she was loading groceries onto the conveyor when she noticed that the cashier was behaving rather oddly. The cashier seemed distracted and the check-out process was taking longer than usual. She would scan an item, then look down at something under the counter. This happened several times.

When Karen peeked over the counter, she discovered that the cashier was texting while checking out customers. Karen’s impression of the employee and confidence in the store where she had chosen to shop had significantly diminished. She decided to try one of the other stores the next time she needed groceries.

While this is an example of appalling service, it is also a wake-up call for employees in all companies. There is never a right time to cut corners when it comes to service. Your customers have a lot of options available to them. Now, more than ever, you need to do everything possible to reinforce your customers’ buying decisions.

7 Ways to Instill Customer Confidence 

1. Never make your customers feel like you have better things to do than serving them.

No matter what your job title, your customers are the one and only reason you are at work. Without them, you would have no job.

2. Use language that lets your customers know you are taking ownership of service.

Show your customers that you realize it is your responsibility to assist them with their requests.

3. Reassure your customers.

Review the details they have shared with you and confirm that you fully understand what they need.

4. Keep your customers posted.

Customers trust companies whose employees keep them apprised of the status of their orders or requests. Stay in touch with your customers to give them updates.

5. Maintain a professional image at all times.

This goes beyond the clothes you wear. Your image is reflected in your speech, body language, and actions.

6. Give your customers your complete attention.

If you seem distracted or too busy to listen carefully to your customers, they will assume that they don’t really matter. Then, they will go find a company where the employees who value them and treat them with respect.

7. Ask your customers for honest feedback on how you can improve service.

Invite ideas and suggestions from your customers. It will help them to feel more connected with your company.

Your customers want to be certain that they are making the right decision when they choose to spend their hard-earned money on your products or services. If you leave room for doubt, they may take their business to your competitors.

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